How to use the icoms billing system: a step-by-step guide
The icoms billing system is a comprehensive and flexible solution for telecom operators who want to offer voice, video, data and digital services to their customers. The icoms billing system allows you to create and manage products, bundles, offers, orders, invoices, payments and more. In this article, we will show you how to use the icoms billing system in a step-by-step guide.
How to use the icoms billing system: a step-by-step guide
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Step 1: Accessing the icoms billing system
The icoms billing system is accessed through the Related Tools section of Compass by clicking on ICOMS. You will need a username and password to log in to the system. If you are a new employee, you will receive a temporary username and password from your facilitator while in training.
Step 2: Searching for customers
Once you are logged in to the icoms billing system, you will see the Customer Search screen. This screen allows you to search for existing customers or create new ones. You can search by account number, phone number, name, address or other criteria. You can also use advanced search options to filter your results by service type, status, balance or other attributes.
Step 3: Creating new orders
If you want to create a new order for a customer, you can select the New Installation option from the Customer Search screen. This will take you to the New Installation screen, where you can enter the customers information, such as name, address, phone number and email. You can also select the service type (voice, video, data or digital), the package or campaign (if applicable), the equipment (if needed) and the installation date and time.
Step 4: Adding interaction notes
Whenever you interact with a customer, you should add an interaction note to document the conversation. Interaction notes are stored in the customers account history and can be viewed by other agents or supervisors. To add an interaction note, you can select the Interaction Notes option from the Customer Search screen or from any other screen in the icoms billing system. You can enter a brief summary of the interaction, such as New order created or Payment received, and select a category and a subcategory for the note.
Step 5: Viewing work orders
Work orders are records of the tasks that need to be performed for a customers order, such as installation, activation, service change or disconnect. You can view work orders by selecting the Work Order Display option from the Customer Search screen or from any other screen in the icoms billing system. You can filter work orders by date range, status, service type or other criteria. You can also view work order details by clicking on the work order number.
Step 6: Changing existing orders
If you need to change an existing order for a customer, you can select the Change Existing Order option from the Customer Search screen or from any other screen in the icoms billing system. This will take you to the Change Existing Order screen, where you can modify the order details, such as service type, package or campaign, equipment or installation date and time. You can also reschedule, cancel or complete an order from this screen.
Step 7: Viewing customer services
You can view the services that a customer has subscribed to by selecting the Customer Services option from the Customer Search screen or from any other screen in the icoms billing system. This will take you to the Customer Services screen, where you can see the service type (voice, video, data or digital), the package or campaign (if applicable), the equipment (if needed) and the status (active or inactive) of each service. You can also view campaign pricing details by clicking on the campaign name.
Step 8: Viewing customer telephones
If a customer has voice service with native or ported phone numbers, you can view their phone details by selecting
the Customer Telephones option from the Customer Search screen or from any other screen in
the icoms billing system. 04f6b60f66